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[avg2424]

I have been receiving absolutely no customer service for problems with my order. I have called, I have emailed, I even created a case #. Seeing as none of the above have brought me any closer to a resolution, I have decided to post on the forums.

I originally placed my order on 8/23/2008. Due to circumstances beyond my control, I was out of town when the package was delivered during the week of 9/16/08. I returned exactly one day after the package was shipped back by UPS for delivery failure. I immediately sent an email to sales and info letting them know what had happened and when to be expecting the package. I received a response the next day letting me know that they would contact me as soon as it was received... Good.

I get an email a week after UPS had returned the package stating UPS had returned it due to delivery failure and to contact them.
After attempting to contact them for the next two weeks and getting no response, I emailed smarthomeusa.
Ten days pass and no response, so I email again.
Two days later I get a response apologizing for the issues I've been having and to let me know that I would receive my order in 5 business days.
I thought, finally!... So I respond asking for a tracking number... No response...

Nine business days pass, no response, no product. So I email again...
Seven days pass, no response, no product. SO I EMAIL AGAIN... and I decided to step it up by logging in and creating a case number on this website.

Nine days have passed. Can you guess what happened? That's right... NO RESPONSE, NO PRODUCT...

I am more than happy to pay for shipping again since it was my fault no one was home to receive the package, but why the run-around? I still want my product even though it has been 2 months since it was returned by UPS.

Has anyone else received this lack of service?

Anyone from smarthomeusa,
Can I please have this resolved?


Thank you.

[Ian]

Hello,

I am sorry that you are having problems with getting your issue resolved. Can you please private message or email me ( ian (at) smarthomeusa(dot)com ) your order number and we will resolve this ASAP.

[avg2424]

PM sent,

Thank you

[avg2424]

Although it did take a while to get my package resent, it was sent prior to the start of this thread. It seems when I received the email stating that my product would be received in 5 days, they ment it. A neighbor saw the package sitting outside my front gate and decided to take it to avoid possible theft. It wasn't until I saw the tracking info and started asking around that the package turned up.

It did take a month from the time my product was sent back to smarthomeusa by UPS from the time I received my resent shipment and the lack of response did frustrate me but I am overall satisfied because I had been waiting quite a while for this product.

I guess the outcome of this is, if you are getting a shipment, make sure someone will be there to accept it. My situation is a rare occurance of not having anyone home for the delivery, but it could happen to anyone. I'm sure the returning of packages due to delivery failure is also not a common occurance at smarthomeusa.

So, my apologies...

[Ian]

Hello,

I am glad that you finally got your package. I sorry that the customer service department never got back to you with a tracking number sooner.